Field Services Engineer

D4C Dental Brands is currently looking for a Field Services Engineer to provide support in our Texas region. Candidates must reside in the Dallas/Fort Worth area to be considered for the position.

Working Conditions/Physical Demands:

• Office Environment.
• Travel required: up to 70%.

Job Summary:

The Field Services Engineer is a mobile technical expert responsible for providing hands-on support for complex desktop, network, and application issues. This role will closely collaborate with our Tier 2 end-user support team, serving as their field-based escalation point, which is essential for the seamless resolution of critical incidents. This support plays a vital role in fulfilling the company's mission of helping children achieve a lifetime of great oral health.

Major Duties and Responsibilities:

• On-Site Incident Resolution: Travel to locations to resolve escalated technical issues that cannot be addressed remotely. Troubleshoot and fix hardware, software, network connectivity, and user account problems.
• Tier 2 Team Collaboration: Partner effectively with the Tier 2 end-user support team, providing technical expertise, conducting on-site assessments, and facilitating problem resolution while ensuring comprehensive communication and updates on cases.
• Tier 2 Knowledge Transfer: Share insights from the field with the Tier 2 team to enhance their remote troubleshooting skills and expand their technical knowledge base.
• Equipment Installation and Configuration: Install and configure hardware (such as desktops, laptops, printers, etc.) and relevant software and network settings.
• Documentation and Reporting: Maintain detailed records of on-site visits, troubleshooting steps, and issue resolutions within the IT ticketing system to ensure knowledge sharing and efficient support tracking.
• Project Participation: Assist with IT projects by performing on-site tasks for hardware deployments, software upgrades, network configurations, or infrastructure changes.

Education/Credentials:

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field.

Job-Related Experience:

• A minimum of 3+ years of experience in a field service engineering role or equivalent technical support experience within an enterprise IT environment.

Job-Related Skills/Competencies:

• Demonstrated troubleshooting skills in Windows desktop/laptop environments, common business applications (e.g., Microsoft Office Suite), and foundational networking knowledge.
• Familiarity with macOS operating systems and mobile device support.
• Excellent communication and customer service abilities, with a strong capacity to collaborate effectively with both remote teams and on-site users.
• A valid driver’s license.
• Preferred industry certifications include CompTIA A+, Network+, Microsoft certifications, or Apple certifications.
• Experience in supporting Active Directory environments is a plus.